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Business Profile

Utility Billing

Metergy Solutions Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Metergy Solutions Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Metergy Solutions Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Metergy Solutions Inc

      null Markham, ON L6G 1B3

      BBB accredited business seal

    • Metergy Solutions Inc

      PO Box 4638, Station A Toronto, ON M5W 5C7

      BBB accredited business seal

    Customer Complaints Summary

    • 125 total complaints in the last 3 years.
    • 61 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.


      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ********* ************ayment equal to our usual electricity bill while the investigation is ongoing and have pushed for the payment to be made on multiple instances.

      Business Response

      Date: 16/01/2024

      A member of our Customer Relations Team has contacted the consumer to apologize for the time it has taken to resolve his initial complaint from October 31, 2023. The customer has been advised that their ticket has been prioritized and an update will be provided to them within 2 business days. The customer has been informed that Measurement Canada certifies Metergy's electricity meters for accuracy and is open to cooperate with an investigation from them. The customer has been advised they will need to contact Measurement Canada to initiate the investigation. The customer has also been advised that they may setup a payment arrangement convenient for themselves. 

    • Initial Complaint

      Date:27/11/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.


      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******** ***********response.

      Additionally, I would like to know my rights, as well as receive a document that proves my account with *********** ***** ****** was transferred to Metergy Solutions.

      Is Metergy charging me for electricity, gas or both sources of energy?

      Business Response

      Date: 11/12/2023

      A member of Metergy's Customer Service team has contacted the customer to address their concerns. The customer has been provided with confirmation of their payment and a copy of the HEFPA notification of rights. 

    • Initial Complaint

      Date:15/11/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I originally moved in on October 2019 and opened my account (originally with ********) at 1******* *** ***** ****** ***** ******** ** and the account transitioned seamlessly to Metergy Solutions (under Account **********, Meter #***********). I was set up for Pre-Authorized Payments and receiving bills. I have not moved. The last bill I received from Metergy was on 2021-12-14 and the the last automatic withdrawal from my account was drawn on 22-01-07 under Utility Bill Pmt ********. My usage is being tracked online, but the billing department stopped billing and charging me (it became no longer customer facing). I contacted Customer Care on 2023-08-28 and was told it it would take 30-60 days for the to resolve meter not being transmitted (maintenance) and to deposit $1000 into the account in the interim until the billing department catches up. It did not catch up so on 2023-10-26 it was raised to a supervisor under Ticket #***** and I would be contacted by a supervisor to respond to me for resolution in 1 week. I was never contacted so I contacted Customer Care again 2023-11-06 and 2023-11-14 where it kept being re-escalated over and over (within their department and to the billing department). They advised me customers do not have access to the billing department to take the account off hold. No date will be given for a resolution. I have contacted Customer Care a total 5 times already to resolve and catch up with the bills on the account. My account online only shows the $1,000 I deposited in August. Frustrating beyond belief.

      Business Response

      Date: 24/11/2023

      A member of our customer relations team has reached out to the customer and explained we are having communication issues with the meter and are prioritizing a fix. We apologize for the bill delays and are working on a permanent resolution to the communication issue. The customer has been provided the customer relations contact information for any follow up.

    • Initial Complaint

      Date:14/11/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.



      Complaint: ********



      I am rejecting this response because:

      I was never contacted prior to my disconnection as is required under Ontario law. The metergy representative told me that mail was sent to the person who lived in my apartment before me and that makes it ok to disconnect my power with no notice and then charge me $250 to turn it back on.




      Sincerely,



      ***** ******

      Business Response

      Date: 24/11/2023

      A member of our Customer Relations team has contacted the customer to explain in detail the validity of the disconnection and confirm Metergy adhered to the electricity rules as required. A goodwill credit for the inconvenience has been applied to the customer's account. The customer has also been advised to speak with their property manager for any further compensation they are seeking. 

      Business Response

      Date: 15/12/2023

      A member of Metergy's Customer Relations team has contacted the customer and have waived the associated costs for the disconnection of their unit. This matter has been resolved with the customer. 

      Customer Answer

      Date: 15/12/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:14/11/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.



      Complaint: ********



      I am rejecting this response because:

      I would like confirmation that moving forward we will be charged accurately every month and not receive lumpsum charges.

      I would also like to pay the remaining balance over four months as I should have been made to do in the first place.




      Sincerely,



      ******* ***********

      Business Response

      Date: 24/11/2023

      A member of our customer relations team has contacted the customer to explain the communication issues we experienced with their meter, resulting in estimated bills. The matter has been resolved and we apologize for any inconvenience this may have caused. The customer has been provided with a breakdown of their usage and a credit has been applied to their account for any inconvenience. 

      Business Response

      Date: 06/12/2023

      A member of our Customer Relations teams has contacted the consumer to confirm that billing has resumed with actual reads. Metergy has advised the customer that every effort will be made to maintain billing with actual reads but cannot provide an absolute guarantee. The customer has been made aware that they may setup a payment arrangement at their convenience. 

      Customer Answer

      Date: 06/12/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******* ***********

    Metergy Solutions Inc is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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